Wrap Up Time

4 min

Overview

Wrap Up Time, also known as After Call Work (ACW), is a configurable period of time that an agent is given after concluding an interaction (like a call or chat) before they are made available to take a new one. This time is dedicated to post-interaction tasks.

How It Works

Immediately after a call ends, the agent's status automatically changes to "Wrap Up." During this time, the system will not send them any new calls. The agent can complete tasks like adding notes to the CRM, sending a follow-up email, or finalizing the call disposition. The wrap-up period can end when a predefined timer expires or when the agent manually indicates they are ready.

Prerequisites

A campaign must be created.

Configuration Steps

Set Wrap Up Time:

Location: Administrator > Manage > [Campaign Name] > General Configuration

Action:

In the General Configuration section, enter a numerical value in the Wrap Up Time (Seconds) field.

Select the Wrap Up Mode. Mandatory forces the agent to use the full time, while Optional allows them to finish early. Admin Forced is another available mode.

Use Cases

CRM Updating: An agent uses the wrap-up time to log detailed notes about the call, ensuring the customer record is accurate.

Fulfilling Promises: An agent sends a promised follow-up email with resources during their wrap-up time.

Complex Dispositions: For calls with multiple outcomes, the agent uses the time to accurately disposition the call for reporting purposes.

Benefits

Improved Data Quality: Ensures that agents have dedicated time to accurately document call outcomes and customer information.

Increased Agent Accuracy: Reduces errors by allowing agents to focus on post-call tasks without the pressure of an incoming call.

Enhanced Customer Follow-up: Guarantees that agents have the time to complete any follow-up actions promised during the call.

Limitations

If the wrap-up time is set too long, it can decrease overall agent productivity. If set too short, data quality may suffer.

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